We are the cash people!
Cash / Pay on delivery is the largest instrument of choice by customers on Amazon.in (and in other similar emerging markets where we are expanding) – this despite the rapid advances in digital payments technology space. Customers continue to prefer Pay on Delivery (POD), not only because they want to pay by cash (indeed half of our COD customers pay digitally at doorstep!) – but because it solves many other needs for them – Building trust in the Amazon marketplace, peace of mind to only pay when the item is delivered, and not block money until then, ordering for friends and family who are not digitally savvy etc.
On the other hand, POD also has its down-sides: it leads to low-intent purchases, casual rejects and abuse from some customers, which impacts the sustainability of the instrument. Hence there is a need to continuously shape the POD offering, to make it available for the good customers, while reducing its access to the not-so-good customers, and make it an overall more sustainable business lever for Amazon. We work on improving Customer experience and sustainability for POD – across onsite availability and experience, post-order payment experience, doorstep experience, refund experience and managing overall instrument P&L.
This role will own the program management for two key areas of POD – Onsite experience and Cost to Serve and sustainability. In onsite experience, we decide how to improve the base of customers to whom we offer POD, and whom we do not, and to optimize POD offering so that we get maximum sale, at minimum losses (through reject, return, abuse, etc.). On Cost-to-serve, you will need to identify and run programmatic interventions to reduce cost of offering POD. The role will be also be the primary interface for both global and cross-functional, cross-departmental teams to conceptualize, execute, track and report progress on the program interventions - including Machine Learning, Cost of Business Waste, Finance, Last Mile Operations, Shopping Experience and Technology.
Key job responsibilities
• Design and drive end-to-end high impact and high visibility programs that impact pricing and thereby customer experience on Amazon
• Collaborate with key stakeholders – Machine Learning, Technology, Shopping Experience, Delivery Experience, Finance and Accounting, Fraud Management to ensure timely deliverables for key projects
• Analyze data and dive deep into processes to derive business critical insights for enhancing systems. Apply analytics and business intelligence skills to extract meaningful insights and learning from large and complicated data sets.
• Conduct and present analyses on customer behavior, program effectiveness, productivity analysis and business impact to different stakeholders including the senior leadership team.
• Develop metrics and mechanisms to improve efficiencies and customer experience
• Write compelling business documents and drive outcomes for Senior Leadership at Amazon
A day in the life
You start your day reviewing POD performance metrics and identifying areas for improvement - on areas including POD onsite experience and availability.
Throughout the day, you collaborate with machine learning, Shopping Experience, Cost of Business Waste teams to refine customer segmentation models, meet with operations teams to optimize delivery processes, and analyze data to identify trends in customer payment preferences.
You will be required to ideate, analyze data, generate insights, develop proof of concepts, write compelling business case and gain agreement from Leaders across levels & functions, implement the solution.
About the team
We will be honest – POD is a challenging area to work on. It has high level of ambiguity, the problem and solution space are both complex, and require patience, resilience and innovative ideas to iterate and figure out what works. It is like choosing to live in the mountains. To meditate. Or run a marathon. Tough, yet rewarding. And something that you need to choose as your “hard”, willingly, and play the long game.
You will be joining a team of such passionate believers – who have chosen to work in this area with a mission to improve the experience for the India that wants to shop on e-commerce using cash, and for those who are yet to trust us to move to a prepaid mode of payment.
Here is our team philosophy, so you know who you will be working with (every bit as important as what you will be working on) https://docs.google.com/document/d/1-z-FgR-IVdKTPsiXZFluf213MoRNjh9eALWtYhKLpbc/
- 3+ years of program or project management experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Experience defining program requirements and using data and metrics to determine improvements
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.